Software Support Specialist

Tyler Technologies, Inc.; Troy (MI); On-site; USD 52,000 - 70,000; Full time

Job summary

Tyler Technologies, Inc. in Troy, Michigan seeks a Software Support Specialist to provide basic-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns.

In Troy, Michigan, you will use SQL to resolve issues, communicate clearly with clients and teammates, and collaborate with development to resolve problems while building Tyler’s knowledge base.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Previous software support experience or roles with systems knowledge is a plus.
• Experience in Finance, Payroll or Utility Management is a plus.
• Knowledge of Tyler Technologies software is a plus.
• Excellent interpersonal skills.
• Effective decision making and problem-solving in troubleshooting basic to moderate issues.
• Strong organizational and analytical abilities in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge of database structures and SQL preferred.
• Experience with relational databases or SQL preferred.
• Knowledge of Microsoft Office.
• 5% Travel

Responsibilities

• Troubleshoots and resolves clients' online and phone inquiries regarding software issues, while providing excellent customer service.
• Uses and programs SQL to resolve basic to moderate issues.
• Communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler's client management system to create, track, and/or update details on client issues.
• Collaborates with development team for issue resolution as needed.
• Commits to expanding technology skills and knowledge of Tyler products.
• May assist in establishing issue priorities to ensure timely response and solution.
• Works on critical, highly complex customer problems that may span multiple applications and environments.
• May provide training to client end-users.
• Contributes to company knowledge library and Tyler Community.
• May participate in User Group meetings and Tyler's Annual Conference.
• Communicate professionally with clients and coworkers.
• Maintains an approachable and courteous demeanor.
• Work effectively both independently and in a team.

Skills

SQL troubleshooting

Interpersonal skills

Problem solving

Written & verbal communication

Organizational skills

Team collaboration

Travel flexibility

Independent work

Education

Bachelor's degree or equivalent

Tools

SQL

Microsoft Office

Tyler Technologies software

Job description

Software Support Specialist

As a Software Support Specialist, you'll provide basic-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You'll develop your skills through data analysis, collaborative testing, and effective communication-while continually expanding your knowledge of Tyler's products and tools.

If you have the following competencies, we want to talk to you:

• Financial, Payroll, or Utility Management background
• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast-paced environment where every day offers diverse questions
• Aptitude for problem solving and thinking out-of-the-box.

Location

Troy, Michigan

Travel

0-5%

Responsibilities

• Troubleshoots and resolves clients' online and phone inquiries regarding software issues, while providing excellent customer service.
• Uses and programs SQL to resolve basic to moderateissues
• Responsibly communicates to all parties involved in issue resolution to meet and manage clientexpectations
• Uses Tyler's client management system to create, track, and/or update details on the specifics of client issue(s)
• Collaborates on client issues with the development team for issue resolution as needed.
• Commits to expanding technology skills, and knowledge of Tyler products.
• May assist in establishing issue priorities to ensure a timely and effective response andsolution
• Work on critical, highly complex customer problems that may span multiple applications andenvironments
• May provide training to client end-users
• Contributes to company knowledge library and/or Tyler Community
• May participate in User Group meetings andTyler's Annual Conference
• Communicate professionally, clearly, and appropriately with clients andcoworkers
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in theorganization
• Work effectively both independently and in a team-orientedenvironment
• Provide limited hardware and operating systemsupport
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassmentpolicies
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Previous experience required in a software support position, or in a position that demonstrates systems knowledge and experience, is a plus
• Experienced with Finance, Payroll or Utility Management a plus
• Knowledge of Tyler Technologies software is a plus
• Excellent interpersonal skills.
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Experience working with relational databases or SQL preferred.
• Knowledgeable with Microsoft Office
• 5% Travel

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.